Nice CX-One Support Engineer

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

Miratech is seeking a skilled NICE CX-One Support Engineer to contribute to a large-scale customer experience transformation initiative for a Global leader in the Healthcare industry. In this role, you will support NICE-based routing solutions, IVR applications, and play a key role in the migration of legacy call center systems to modern omnichannel platforms. You’ll work closely with cross-functional teams to troubleshoot complex issues, optimize customer journeys, and ensure seamless system integrations. This is a high-impact opportunity to apply your technical expertise in a mission-critical environment, helping shape intuitive and efficient customer interactions within a regulated, fast-paced industry.

Responsibilities:

• Provide L2/L3 support for NICE CXone suite of products.
• Troubleshoot and resolve issues in Studio scripting, call flows, and routing logic.
• Manage P1/P2 incidents, perform RCA, and ensure timely resolution.
• Handle communication and outage management for stakeholders.
• Update knowledge base (KT) and set up proactive monitoring and processes.
• Monitor scheduled changes and assess impact before implementation.
• Work with SMEs, Infrastructure, and Helpdesk teams on escalations.
• Coordinate day-to-day support activities, including monitoring and alerting.

Qualifications

• 5+ years of hands-on support experience with NICE CXone products including scripting.
• Knowledge of SIP/VoIP/WebRTC protocols.
• Strong communication skills for stakeholder updates and incident handling.
• Strong troubleshooting and problem-solving skills.

Nice to have:

• Splunk (monitoring/log analysis).
• SQL / Informat for reporting and troubleshooting.
• REST API troubleshooting and support.
• Exposure to NLU platforms (Dialogflow, Lex, AI integrations).

We Offer

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.